TL,DR: Their Google account was suddenly banned, there was no one at Google willing to help, and the help they were offered was completely useless.
@Google my account has now been disabled for over 3 weeks. I still have no idea why, and after using every resource I have to get this resolved you have done nothing but given me the runaround.
My phone has lost access to thousands of dollars of apps on @GooglePlay.
I had just bought LOTR 4K and can’t finish it.
My @googledrive data is completely gone.
I can’t access my @YouTube channel.
The worst of all is losing access to my @gmail address of over 15 years.
I absolutely have not done anything to violate your terms of service, so I can take this no other way than you deciding to burn this bridge. Consider it burned. #Terraria for @GoogleStadia is canceled. My company will no longer support any of your platforms moving forward.
I will not be involved with a corporation that values their customers and partners so little. Doing business with you is a liability.
I mentioned this as a possibility in the thread Personal Email Service - Am I being too precious? but wanted to make sure this was seen.
If you don’t own the domain where your email lives, you don’t own your email.
If you don’t have backups of your email, you could lose access to it in a moment.
The same is true for your calendar data and your files (this is why Backblaze also backs up my Dropbox files, but it’s much harder to backup Google Drive files).
This could happen with any company, but Google is notorious for doing this, and even if you are a big-shot customer, that doesn’t mean you’ll get any attention from Google.
Choose wisely. Backup everything.
FYI - Horcrux is what I use for backing up my email.